Zendesk is a cloud-based customer support platform that helps you engage with customers on just about any platform in a personalized way. This could be on your webpage, social media handles, and apps. Managing and tracking customers on multiple channels can be a daunting task.
A inquiry we ran across in our research was “Zendesk what does it do?”.
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As employees, we encourage each other to grow and innovate. As a company, we roll up our sleeves to plant roots in the communities we call home.
For those who don’t know Zendesk (Zendesk. com), it provides a software-as-a-service, or Saa. S, customer service platform. It offers a lot of tools, including helpdesk, email marketing, live chat, and customer engagement. Zendesk provides a wide range of features, plus over 1000 integrations like Salesforces, Slack, and Gmail.
Overall, Zendesk has lots of other tools for customer service and support, intergrates with 350+ pieces of other software, and can be extended with hundreds of apps. Zendesk helps companies manage communication between customers.
^ “Zendesk’s Pathfinder helps customer service reps see what you’re searching for “.
One of the next things we wanted the answer to was, what is the history of Zendesk?
One way to think about this is zendesk introduced its first app marketplace for third-party Zendesk software in 2012. By 2013, the company had 450 employees. In 2014, Zendesk filed an initial public offering and was valued at $1.7 billion. The IPO raised $100 million.
You could be asking “What is Zendesk Sunshine and how does it work?”
In 2019, Zendesk first released its “Sunshine” tool, which is focused on direct-messaging customers on social media sites. Zendesk eventually expanded from just customer service to also managing other customer interactions, such as sales. The company first moved into sales software with its September 2018 acquisition of competitor Base.
What is Zendesk’s unified workspace?
The Zendesk Suite’s unified workspace allows you to bridge your support and service teams with your customers across different channels. This is also embedded in Zendesk’s context -preserving unified workspace. This means that it doesn’t matter what channel customers contact you from.
Is Zendesk support omnichannel?
With Zendesk Support in your suite, your customers can get to you using mobile, web, email, Twitter, or Facebook. You get to contact them using just one tool. This helps you maintain focus and provides your users with a seamless experience. This is what being omnichannel (not just multichannel) is for customers.
What is Zendesk’s ticketing module and how does it work?
Zendesk’s ticketing module doesn’t just allow you to customize requests. It also enables you to be more transparent. With the platform, you can make your customized tickets visible to both your agents and customers. This makes your business more transparent. Customers love this.
This begs the inquiry “How does Zendesk handle tickets that take hours to resolve?”
This ticket might enter a long queue on a busy day, and take hours (or worse ) to get resolved. Instead, you can set up Zendesk so that any ticket coming from a member of that enterprise gets automatically sent to a senior agent on your team for immediate resolution.
Is Zendesk a help desk or a customer service platform?
Many people think Zendesk is a help desk software, but that’s not everything about it. For those who don’t know Zendesk (Zendesk. com), it provides a software-as-a-service, or Saa. S, customer service platform. It offers a lot of tools, including helpdesk, email marketing, live chat, and customer engagement.
While we were reading we ran into the query “What is the difference between using Zendesk and being a professional?”.
But there’s a big difference between using Zendesk, and being a Zendesk professional. There are a ton of useful features that fly under the radar or are underutilized by most users. These features have the potential to speed up your workflow and even improve your ticket resolution.
What is skills-based routing in Zendesk?
In skills-based routing, it’s almost always the subject matter of the ticket that dictates where it ends up, but it doesn’t have to be. Zendesk allows you to automatically route tickets based on other factors, including the organization name. This can be an incredibly useful tool for keeping your biggest or most important clients happy.